Reconciling Discrepancies Using CollisionLink's Claim Validation Tool

KB Article #3322

Claim Validation (SA&A) is an OEM process facilitated through CollisionLink that ensures program reimbursements are awarded for valid part sales. Claims that have been submitted for reimbursement in CollisionLink are validated against invoice and RO information from your Dealer Management System at the end of the settlement month to verify their accuracy. If differences are found with part numbers, invoice numbers, or the quantity fulfilled, a claim discrepancy is created in CollisionLink so you can conveniently respond with one of the following actions:

• Correct the part number, invoice number, and/or quantity that caused the discrepancy.
• Let the OEM know the part submitted in the claim was not sold or was returned.
• Dispute the discrepancy once you verify the information you submitted was correct.

The CollisoinLink Claim Validation tool is currently used by the following OEMs:

• Ford (Canada)
• Ford (U.S.)
• Hyundai (U.S.)
• Kia (U.S.)
• Mercedes-Benz (U.S.)

To learn more about reconciling discrepancies using the Claim Validation Tool, select from one of the following topics:

Accessing Claim Discrepancies
Reviewing Discrepancies
Responding to Discrepancies
Submitting Responses
OEM Review and Follow-Up Information

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Watch a short video on how to reconcile discrepancies in the Claim Validation Tool!

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Accessing Claim Discrepancies

When program discrepancies are generated, a convenient notification is displayed at the top of the Overview window.

1. Click on the notification or click OEM Discrepancies from the CollisionLink Tools menu.
   
2. When the OEM Discrepancies window displays, click a vehicle to view the discrepancies generated against the claim.
   

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Reviewing Discrepancies

1. The Claim Discrepancies section list will display one or more discrepancies. All open discrepancies will display a red X () in the Status column.
2. Review the Discrepancy Reason to determine why it was generated. One of the following possible reasons will display:
   
   
   • This part has been identified as a discrepancy because the invoice number claimed was not found. Please select your response to this discrepancy and update any incorrect information if applicable.
   • This part has been identified as a discrepancy because the part number was not found on the invoice. Please select your response to this discrepancy and update any incorrect information if applicable.
   • Quantity claimed does not match invoiced quantity possibly due to part return or duplicate. Please select your response to this discrepancy and update any incorrect information if applicable.
3. The discrepancy record displays the information (this varies by OEM) that was submitted in your claim. Compare this information against the part sales invoice or RO in your Dealer Management System (DMS) to determine where the discrepancy lies.

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Responding to Discrepancies

Depending on the outcome of your investigation, one of the following courses of action must be taken to respond to the OEM:

• Change and submit the correct information
• Report the part submitted was not sold or was returned.
• Dispute the discrepancy.

If the information submitted in the CollisionLink claim is incorrect:

1. Type the correct information in the applicable field(s).
   
2. Click the Dealer Response drop-down and select Information Needs to be Updated.
   
3. Click Save to store your selected response.
4. If the new information you typed is validated, a green checkmark () will display in the Status column.

If the part was not sold or was returned:

Discrepancies can also occur if the part was not sold or was returned after the claim was submitted in CollisionLink. If this is the case:

1. Click the Dealer Response drop-down and select Part Not Sold or Return Not Processed.
   
2. Click Save to store your selected response.
3. A yellow triangle () displays in the Status column to indicate that although a response to the discrepancy has been provided, your reimbursement is at risk.

If you want to dispute a discrepancy:

1. Click the Dealer Response drop-down and select Dispute (Requires Documentation).
2. Type your Dispute Explanation in the provided text box.
   
3. Click Save to store your selected response and explanation.
4. A yellow triangle () displays in the Status column to indicate that although a response to the discrepancy has been provided, your reimbursement is at risk.
5. A copy of the related invoice or RO is required for a dispute. To attach an invoice:
   1. Export/save a copy of the invoice(s) from your Dealer Management System to a known file location/folder on your computer or network. The following file formats are accepted: PDF, JPEG, PNG, BMP, GIF, and TIFF.
   2. Scroll to the Attach Invoice section at the bottom of the page and click Browse.
      
   3. Use the Choose File to Upload window to locate the invoice or RO you exported. When found, click on the file to select it and then click Open.
      
   4. Click Upload to attach the invoice.
      

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Submitting Your Responses to the OEM

1. Responses cannot be submitted until all the discrepancies in the claim have been responded to. Review the status of each discrepancy listed to determine if a response has been provided.
   • Any discrepancies displaying a red X () in the Status column will need to be responded to first using the steps outlined above.
   • Continue with the steps below once all discrepancies display a green checkmark () or yellow triangle () in the Status column.
2. Scroll to the bottom of the page and click Submit.
3. A warning will display to notify you that all submissions are final. Click Submit to send your responses to the OEM. Note: Once you submit your responses, you cannot edit any of the discrepancies.
   
4. Once the discrepancy is submitted, you will be returned to the OEM Discrepancies window.
   
   
   • Completed claims will display a Status of Completed or Disputed (if one or more of the responses was a dispute).
   • All program claim discrepancies must be responded to before the date/time reflected in the Response Deadline column. Repeat the steps outlined in this article to complete each one before the deadline expires.

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OEM Review and Follow-Up Information

• The OEM will approve or reject all disputed discrepancies prior to month's end. Once the OEM response is processed, the discrepancy Status will change to OEM Accepted or OEM Rejected. Note: You can set up the Collision Claim Discrepancies notification to receive an automated email when disputed discrepancies are rejected. (Click here for more information.)
• The following will result in a reversal on your claimed amount for a part:
  • Discrepancies that you haven't responded to before the deadline (Discrepancy Status = Expired).
  • Parts that were not sold or return was not processed.  
  • Disputed discrepancies rejected by the OEM.    
  • Please contact your OEM representative if you need to address any specific cases.